Team Leader Customer Service - BALC

About Hume City Council

Hume City Council, one of Australia's rapidly growing and culturally diverse local governments, prioritizes customer and community-centric service delivery, ensuring accessibility and efficiency. The Active Living team fosters a workplace culture that is united, proactive, inclusive, and unmatched in its commitment to excellence.

Role Summary

We are seeking a dedicated Team Leader Customer Experience to oversee our frontline reception and cafe teams within our leisure facilities. This role focuses on delivering outstanding service to residents by establishing a safe, inclusive, and welcoming environment. The incumbent will lead daily operations, enforce consistent procedural adherence, and exemplify a culture of continuous quality improvement and excellence.

Key Responsibilities

• Collaborate with the Coordinator Customer Experience and facility Customer Service Team Leaders to plan, recruit, and onboard Customer Service Officers and cafe staff, maintaining adequate team capacity, especially for peak periods.
• Manage rostering, supervise performance, and support customer service and cafe staff, ensuring continual high standards in safety and service, including quarterly reviews for part-time employees and regular check-ins with casual staff.
• Partner with the Coordinator and other Team Leaders to uphold superior customer service standards across all facilities.
• Champion a culture of safety by adhering to relevant laws, organizational policies, standards, and industry best practices.
• Facilitate team growth through clear communication, coaching, and performance oversight to ensure consistent service excellence.
• Direct training initiatives aimed at maintaining staff expertise aligned with current industry standards.
• Oversee operational systems, contributing to strategy and policy enhancements that promote customer service quality and compliance.

Required Skills and Experience

• Demonstrated knowledge of contemporary recreation trends and competence in designing, managing, and assessing diverse recreation programs and services.
• Understanding of public health and safety matters and relevant regulatory frameworks.
• Extensive experience in a leisure center environment, with strong insight into recreation trends and service provision.
• Proven leadership abilities managing large teams, including recruitment, supervision, and professional development.
• Competence in administration, marketing, basic financial processes, promotions, public relations, and cashiering operations.
• Excellent interpersonal and communication skills, able to effectively engage with diverse community groups.
• Strong organizational and management aptitude to prioritize, plan, and execute work within resource limits.
• Commitment to workplace health and safety, experienced in implementing WHS practices and staff inductions.
• Advanced team leadership experience driving superior customer experiences.
• Proficiency in Microsoft Office and digital rostering or timesheet software.

Certifications and Qualifications

• A relevant tertiary qualification or substantial industry experience in management, customer service, or leisure operations.
• Current Employee Working with Children Check.
• Valid Level 2 First Aid and CPR Certification.
• Current driver's license.

Work Culture and Values

Hume City Council champions values emphasizing continuous improvement, inclusivity, accountability, and community focus. Employees are encouraged to innovate, collaborate, demonstrate respect and safety, uphold commitments, and work passionately for community benefit.

Additional Information

We provide a competitive salary, opportunities for professional growth, and a nurturing work environment. As a child-safe and equal opportunity employer, we invite applications from diverse backgrounds including Indigenous Australians, people with disabilities, LGBTIQA+ individuals, and culturally diverse communities. All candidates must undergo background checks including references, Working with Children Check, and criminal record screening. Applications are assessed on a rolling basis and early submission is advised.